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Journal of Korean Society for Quality Management 2011;39(1): 24-. |
| 중소기업 컨설팅서비스의 품질 및 고객만족에 관한 연구 |
| 장영순 |
| 명지대학교 경영학과 |
| Quality Determinants and Customer Satisfaction in Consulting Service for Small and Medium Sized Company |
| Young-Soon Chang |
| Department of Business Administration, Myongji University |
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| ABSTRACT |
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This paper investigates the quality determinants in the consulting service for small and medium sized company. The results of the analysis show that the quality dimension is composed of two factors, consulting skills and interaction, and consulting skills are composed of understanding, expertise, and reliability. Also, this paper examines how the quality factors affect customer satisfaction and loyalty using a structural equation model. The result shows that all consulting skills affect customer satisfaction and customer satisfaction affects customer loyalty. The consulting results have an effect on customer satisfaction but have no direct influence on customer loyalty. |
| Key Words:
Consulting Service;SME(Small and Medium Sized Enterprise);Service Quality;Customer Satisfaction; |
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